Position Overview The Project Manager & Support Engineer is a hands-on technology professional responsible for managing and delivering assigned IT projects, providing advanced technical support, and improving operational processes across PetVet Care Centers. The role independently leads technology initiatives while partnering with the ITS Project Deployment team, internal stakeholders, vendors, and third-party service providers.
The position also provides experienced support for internal ITS requests, assists with technology purchasing, and serves as an escalation resource for complex technical issues. As PetVet develops its internal service desk capabilities, this role will help establish repeatable workflows and documentation, transition routine support activities to the service desk, and remain focused on project delivery, advanced support, escalations, vendor coordination, and continuous improvement.
Key Responsibilities Project Delivery & Technology Initiatives:
- Manage and independently execute assigned ITS projects from planning through implementation and post-deployment follow-up.
- Develop and maintain project plans, action items, timelines, dependencies, and stakeholder communications.
- Coordinate technical resources, business stakeholders, vendors, contractors, and third-party service providers.
- Partner with ITS Project Deployment Specialists on larger initiatives while independently owning smaller or specialized projects.
- Support technology migrations, application transitions, system implementations, infrastructure refreshes, acquisitions, and other enterprise technology initiatives.
- Provide hands-on technical assistance during deployments, migrations, and cutovers when required.
- Validate completed implementations and ensure outstanding issues are documented, assigned, and
Technical Support & Escalation:
- Provide advanced technical support for complex hardware, software, Microsoft 365, network, access, application, and end-user technology issues.
- Take ownership of escalated technical issues and coordinate resolution across internal ITS teams, the managed service provider, and other vendors.
- Investigate recurring issues, contribute to root-cause analysis, and recommend long-term corrective actions.
- Support executives, corporate users, and hospital teams as needed and serve as a technical resource to other ITS team members.
- Participate in troubleshooting and technical validation during project deployments and production issues.
Purchasing & Operational Support:
- Own or assist with assigned IT purchasing requests, including validation of technical requirements and selection of appropriate equipment or solutions.
- Coordinate with internal stakeholders, vendors, and purchasing resources throughout the procurement process.
- Track outstanding requests, communicate status, and escalate exceptions or delays as appropriate.
- Help establish standardized purchasing, intake, approval, and fulfillment processes that can transition to the internal service desk.
Service Desk & Process Development:
- Document ITS support, purchasing, escalation, and fulfillment processes and contribute to knowledge articles, standards, and playbooks.
- Participate in implementation and continued development of PetVet's IT service management platform and service workflows.
- Help identify services and responsibilities that should transition to the future internal service desk.
- Provide advanced escalation support, technical guidance, and knowledge transfer as the service desk matures.
- Identify opportunities to improve service quality, consistency, efficiency, and the end-user experience.
Qualifications (Required) - Significant professional experience supporting enterprise IT environments, preferably across multiple sites or locations.
- Demonstrated experience independently delivering technology projects, migrations, deployments, or implementations.
- Strong troubleshooting and problem-solving skills across end-user computing, software, networking, identity/access, and related technologies.
- Experience providing advanced or escalated technical support.
- Strong understanding of Microsoft Windows and Microsoft 365 environments, with working knowledge of Active Directory and/or Microsoft Entra ID.
- Understanding of networking fundamentals including TCP/IP, DHCP, DNS, wireless networking, and VPN technologies.
- Experience working with third-party vendors, managed service providers, telecom providers, or technical contractors.
- Excellent written and verbal communication skills and the ability to communicate technical information to non-technical users.
- Strong organizational skills with the ability to manage multiple projects, requests, and priorities simultaneously.
- Ability to work independently while collaborating effectively across technical and business teams.
Preferred Skills (Nice to Have) - 7+ years of progressive IT support, infrastructure, field services, deployment, or project experience.
- Experience supporting distributed or multi-site organizations.
- Experience with Microsoft 365, SharePoint, OneDrive, Teams, Intune, or related Microsoft technologies.
- Experience with VoIP/telecommunications projects, ITSM platforms, technology procurement, or vendor management.
- Experience developing technical documentation, implementation playbooks, or knowledge-base content.
- IT certifications such as CompTIA, Microsoft, networking, or related certifications are a plus.
- Formal project-management experience or certification is a plus but not required.
What We OfferWe care deeply about supporting our team members - professionally and personally. Benefits include:
- Medical, dental, and vision insurance
- Paid Parental Leave (birth, adoption, foster)
- 401(k) with discretionary contribution
- Team Member Pet Discounts
- Emotional wellbeing support - including Calm app access and 24/7 EAP
- CE stipends and career development resources
- Grant Circle - a relief fund for team members facing personal hardship
- Local hospital culture backed by national resources
Pay Range
$105,000-$110,000 USD
